Mercure Hotel Offenburg am Messeplatz

Shocking experience during the FIFE worldshow 2023 had the displeasure of staying at Mercure Hotel Offenburg, and I must say, it was a dreadful experience from start to finish. The hotel's complete lack of awareness regarding the options booked through their website (cat in room, extra kids menu though website) left a sour taste in my mouth from the very beginning. Even though our booking confirmation clearly displayed that we had paid for these additional options, it led to a frustrating and unnecessary discussion upon our arrival, and the hotel claiming we still owed them 100 euro. One of the most concerning incidents during our stay however was when, between 3 and 4 pm, someone entered our room without so much as a knock or announcement. My partner and my child were both asleep at the time recovering from a long drive , which made this invasion of privacy deeply unsettling. It is unclear to the hotelstaff at this point if this was someone from housekeeping (the timing is weird) or if they made a mistake with keycards, and the hotel is unwilling to fully investigate. But that's not all; my experience with the hotel's dining services was equally disappointing. I have a severe allergy, and on a Saturday night, I inquired about the safety of a salad due to my allergies. The lady in the restaurant assured me that it was safe to eat, saying, "this dish does not contain nuts or seeds at all anyway." I trusted her recommendation and ordered the salad with confidence. However, the next day, I received an entirely different dish that contained pesto (which often contains nuts) and pumpkin seeds, not to mention shellfish, which is a significant allergen. This inconsistency in service and misinformation regarding allergens is not only unacceptable but also potentially dangerous to guests with allergies. To make matters worse, on the same night, we ordered three lasagna dishes from the hotel's restaurant. After waiting for an excruciating 50 minutes, we were served lasagnas that were still frozen in the middle. We sent them back, only to receive new lasagnas after an additional 40 minutes. Shockingly, the second batch was also frozen in the middle. The server's excuse that "he had told the chef to put them in the oven longer but that the chef hadn't listened" is simply inexcusable. This level of negligence is unacceptable for a hotel of this supposed caliber (awards on door etc) By that point, it was already 9:30 pm, and we had had enough. We canceled our order and had to resort to dining at a fast-food chain to satisfy our hunger. This was far from the dining experience we expected from a hotel of this standing. In conclusion, my stay at Mercure Hotel Offenburg was marred by a series of disappointments, including the hotel's lack of awareness regarding website bookings, the invasion of our privacy, misinformation about allergens, and a shocking failure in the restaurant's service. I would strongly advise anyone considering staying at this hotel to think twice and explore other options, as my experience here was nothing short of a nightmare.

Poor costumer service It's the only hotel near the "Messe Offenburg" and as such, the only option for visitors of the Messe. Everything was fine: room clean and quiet, easy check-in. However, reception wasn't particulary friendly (more indifferent) and the experience got even worse when checking-out: I mentioned that I got charged twice, once when I had done the booking online and then again at check-in. I hadn't said anything during check-in as I wasn't 100% sure whether I had indeed already paid at the time of booking. However, did so afterwards and brought this up when checking-out. The staff member couldn't care less and asked me I should double-check at home on my credit card statement and in case I had already paid at the time of booking, I write them an email. Turned out that I was right and had to reach out to them once back at home to reverse the double payment (which they then did). It's a shame that the costumer is made to check vs. the hotel accommodating their guest to check in the first place. To be fair, I received an apologies with the email reply from the hotel. Nevertheless, definitely a big no-go how they handled the situation in the first place in terms of costumer service.

Quality went down Reception doesn't know to use their system well. After first night they did not clean the room: wet towels ect... In the restaurant (breakfast) young waiter doesn't understand English at all. ☆☆ stars hotel __ The only one good is pool.

Pleasant stay We stayed in the Mercure Hotel Offenburg for two nights and we had a pleasant stay. The rooms were clean and spacious, the hotel staff is friendly and helpful. The breakfast offered a great variety. Very good location. We recommend this hotel.

Really no improvement since last visit ! We are used to stop here in Offenburg when traveling back from Northern Italy. See my other reviews since 2017. We have been a bit disappointed last year, so we gave another chance. No improvement at all. We still appreciate the location (close to the highway, but still quiet), the rooms (spacious) and the breakfast buffet (delicious). But again, the restaurant (which years ago was very recommendable) was unmanned for dinner. We found a good alternative in the city centre. The pool (still mentioned when making a reservation) was unavailable due to technical problems. Is there a manager to run this (otherwise good in the past) hotel ? They seem to complain on the difficulty to find adequate staff...